I had the same experience. Spoke to someone on the phone 4 times. They said they'd call back or email. Each time, they never did. The emails I sent to firstname.lastname@example.org
all were unanswered. Their chat bot was never available - I left messages on it which were supposed to be returned - they never were. I was very forgiving and sympathetic to a small business during a pandemic - but they never once returned a call or sent the merchandise or got back to me - they just deducted the money immediately from my card, kept it, never sent anything and never did anything with customer service except waste my time.